Serial entrepreneur Graham Ede has burst back onto the CRM scene with his new total customer management company, Blueview (http://www.blueviewgroup.co.uk), which offers ‘integrated customer management at every touchpoint’. The company’s blueprint is to provide organisations with true choice over exactly which areas and elements of their customer management they outsource. The organisation has a ‘you first’ approach to its clients, building bespoke solutions around each customer’s specific needs.
Blueview offers all aspects of a customer development strategy and service delivery infrastructure – customer analysis and insight, strategy development, multi-channel CRM and communications, campaign management and closed-loop programme refinement.
Strategic consultants help clients to analyse and understand their customer experience, identifying any shortcomings, as well as areas when improvements will be delivered e.g. short or long-term. The next step is to identify operational marketing and CRM strengths and weaknesses, in order to build a tailored service offering for each client that corrects any weaknesses whilst retaining existing points of excellence. This flexible and independent approach to each client uniquely bridges the gap between pure consultancy and solution delivery, without conflict of interest. Because Blueview covers all customer touchpoints, the resulting client solutions are also objective and media-agnostic.
Graham’s view at the launch of Blueview (http://www.blueviewgroup.co.uk), notes, “Organisations wanting to attract, keep and develop customers, are fed up dealing with organisations that try to sell them the service package they want to sell, rather than the solution the client really needs to buy. Our vision is to put the client first, and deliver the precise marketing or CRM solution they really need. Because we have capabilities across all touchpoints, our objectivity is assured.
“It is still the case that very few client organisations are managing customers well, through multiple channels, to obtain the golden prize of high satisfaction plus good margins. Yet by the same token, there are centres of excellence within many companies’ customer management processes. We aim to correct gaps only where needed, rather than throw the baby out with the bathwater. That is the route to delivering real value to clients.”
